Following a request during the second ‘MALG Members Friday Forum‘, which was set up to help those from across the money advice and debt landscape to work together to tackle the Coronavirus crisis, we have curated a list of creditor email addresses for advisers to who are struggling to get in touch on behalf of their clients.
These contacts have been provided to offer third party advisers a ‘fast track’ route to support when they are unable to use their usual contacts and routes into creditors due to ‘social distancing’ measures in place. With the demand for money and debt advice now greater than ever, our aim is to make it as easy as possible for advisers and creditors to continue to work together for the benefit of customers, particularly those that are vulnerable.
The list below is what we have so far (as of 16/03/2022) but we will be adding to it as more come through so please watch this space. Creditors, please send specific adviser email addresses to be added to this list to info@malg.org.uk.
Collections
- Advantis Credit: admin@advantiscredit.co.uk
- AIC (Allied International Credit): barclaycard@aiccorp.com
- Ardent Credit: collections@ardentcredit.co.uk
- Arrow Global: queries@arrowglobal.net
- Arvato: CRMSE@arvato.co.uk
- Asset Collections & Investigations Ltd: info@assetcollections.co.uk
- BPO collections: contact@bpomail.co.uk
- Bristow & Sutor mail@bristowsutor.co.uk. If you have no case ID, email gomanager@bristowsutor.co.uk
- BW Legal: enquiries@bwlegal.co.uk
- Cabot: debtmanagement@cabotfinancial.com
- Callserve (Credit Security): collections@credsec.com
- Capital Resolve: info@capitalresolve.com
- Capquest: customers@capquest.co.uk
- Creation Finance: customersupportenquiries@creation.co.uk
- Credit Resource Solutions (CRS): info@creditresourcesolutions.co.uk
- Debt Managers Ltd: client.services@debt-managers.co.uk
- EOS: contact@eos-solutions.uk.com
- Intrum: compliance.uk@intrum.com
- Lantern UK: customerservice@lanternuk.com
- Lowell Group: Dmcpost@lowellgroup.co.uk / post@lowellgroup.co.uk
- Lucas Credit Services: help@lucascreditservices.com
- Moor Group (including Moorcroft Debt Recovery): customers@moorgroup.com / thirdparty@moorgroup.com
- Mortimer Clarke: info@mortimerclarke.co.uk
- Opos Limited: general@oposlimited.com
- Restons Solicitors: mail@restons.co.uk
- Past Due Credit: info@pastduecredit.co.uk
- PRA Group: general enquiries – enquiries@pragroup.uk.com/0800 877 2772/SMS Chat 07860 094994, customer support team (vulnerable customers): customersupport@pragroup.co.uk/0800 877 2180, debt management companies/free advice dmadvice@pragroup.co.uk
- Robinson Way: contactus@robinson-way.com
- SLL Capital Ltd: info@sllcapital.co.uk
- Wescot: contactus@wescot.co.uk
- Zinc: dmc@thezincgroup.com
Banks/lenders
- Argos Card / Home Retail Group: customer.enquiries@sainsburys.co.uk
- Avon: uk.contact@avon.com
- Avant Credit: debtmanagement@avantcredit.co.uk / https://support.avantcredit.co.uk/article/424-covid-19-customer-help
- Barclaycard: ODRSupport@barclaycard.co.uk
- Capital One: dmmod@capitalone.com / dmpreports@capitalone.com
- Everyday Loans: centrallending@everyday-loans.co.uk
- Home Retail Group: customercare@argos.co.uk
- Honeycomb Finance: customerservices@support.honeycombfinance.com or Honeycomb.Collections@targetgroup.com / https://covid19.honeycombfinance.com/
- JD Williams: general.enquiries@jdwilliams.co.uk
- Klarna: cs.uk@klarna.com
- Lending Works: cs@lendingworks.co.uk
- Motonovo Finance: customersupport@motonovofinance.com
- Mr Lender: enquiries@mrlender.co.uk
- Natwest: FHCorrespondence@rbs.co.uk
- Provident: customer.care@provident.co.uk
- Royal Bank of Scotland Credit Cards Specialised Support Team: SSTCardsSouthend@natwest.com
- Satsuma Loans: onlinecustomercare@satsuma-loans.co.uk
- Shop Direct: resolve_shopdirect@ncoeurope.com
- Simply Be: cmt@simplybe.co.uk
- Studio: DMC.unit@studio.co.uk / customerservices@studio.co.uk
- Sunny Loans (Elevate Credit): help@sunny.co.uk
- Swift Sterling: payments@swiftsterling.co.uk
- Tesco Bank: customersupport@tescobank.com
- Ulster Bank: specific adviser email address coming soon. In the meantime, go to https://digital.ulsterbank.co.uk/personal/help-and-support/coronavirus.html
- Valleys Finance: admin@valleysfinance.ltd.uk
- Vanquis Bank: dma.team@vanquisbank.co.uk
- Very store card: resolve_shopdirect@ncoeurope.com / debtmanagement@theverygroup.com
- Experian has published details of how lenders are supporting credit customers that includes contact details which advisers may find useful: https://www.experian.co.uk/consumer/help-discover/discover/guides/lender-support.html
Utilities
- Affinity Water: credit.central@affinitywater.co.uk
- Anglian Water: customerservices@anglianwater.co.uk
- Bristol Water: customer.services@bwbsl.co.uk
- British Gas: externalcomplaints@britishgas.co.uk
- EDF Energy: CustomerEnquiries2@edfenergy.com / customer_correspondence@EDFEnergy.com
- EE: collections.operations@ee.co.uk
- E Energy: customer.service@e.org
- Eon: thirdpartycollections@eonenergy.com
- NPower: customer.relations@npower.com
- Northumbrian Water and Essex & Suffolk Water: supportplus@nwl.co.uk
- O2: resolutionexpert@o2.com / DebtRecovery@o2.com
- OVO Energy: hello@ovoenergy.com
- Scottish Power: contactus@scottishpower.com
- Spark Energy: customerservice@sparkenergy.co.uk
- South East Water: CustomerServices@southeastwater.co.uk
- SSE (including Scottish Hydro Electric, Southern Electric , SWALEC and Atlantic Electric and Gas): agencycontact@sseenergyservices.com
- Southern Water: payless@southernwater.co.uk
- South West Water: customercontact@southwestwater.co.uk
- Three Mobile: proofs@3mail.com
- Utilita: customerservices@utilita.co.uk
- Welsh Water: Water.Enquiries@dwrcymru.com
- Wessex Water: customer.services@wessexwater.co.uk
- Yorkshire Water: Contact_Us@yorkshirewater.com
Local Authorities
- Wilkin Chapman is currently working with circa 100 Local Authorities across the country and can provide advisers with direct contact details for people at Councils who can help resolve cases – email Paul Bowden on paul.bowden@wilkinchapman.co.uk
Other
- Experian credit referencing: consumer.helpservice@uk.experian.com
- GCC Servicing (The Car Finance Company): cs@gccservicing.co.uk
- Lester Aldridge: Litigation@LA-Law.com
- National Compliance and Enforcement Service: NCESBCT@justice.gov.uk
- Northampton County Court Business Centre: ccbc@justice.gov.uk
After struggling for about a week to contact Eon have been given this email address:
mybillandmeterqueries@eonenergy.com
Thanks Steve, we will add it to the list!
Very useful Thank you
Note that Thames Water is not on the utilities list. I used to be able to email them but in last couple of months this facility seems to have disappeared! Could someone look into this as need to contact them on behalf of a lot of my MA clients!
Thanks, we’ll look into it
Hi, Does anyone for the email for credit card collections at Natwest and the Very store card?
We’ll look into Alex.
Hi,
Also, does anyone have an email for Lloyds and Tesco credit card?
Thanks
We’ll ask around and add to this list asap
Santander email address please ?
resolve_shopdirect@ncoeurope.com = Very that i was given some time ago
Hi, does anybody have an email address for Capital One and Simply Be please?
Many thanks in advance
Simply Be is above (cmt@simplybe.co.uk). We will ask around about Capital One.
customersupport@tescobank.com
IMA Creditor Contacts holds some emails – Capital One has one (dmmod@capitalone.com) but states this is for escalation.
Hi Folks. Does anyone have an email address for Moorcroft Debt Recovery please?
HSBC told me to use this
customer.care.team@hsbc.com
there is one above for moor group but we use thirdparty@moorgroup.com
Thank you
Hi all, Does anyone have an email address for MBNA please?
Hi, I’ve just tried to use the O2 email & had the following response:
Thanks for contacting the O2 Resolution Expert Team. We are working hard to ensure that we are maintaining service for all teams as much as possible but currently the Resolution Expert service is unavailable for new emails. If you have responded back to one of our emails, we are working through these and will come back to you as soon as we can. We apologise for any inconvenience this may cause.
You have 24/7 access to your account on My O2 through the app or online. This is the best way to stay in touch and manage any customer service queries.
Regards
O2 Resolution Expert
NPower email: customer.relations@npower.com
I have contacted Capital One for an email address but advised they do not have one for customers or DMC unless a complaint
Thanks for the above list, it’s of great use.
Does anyone have an email contact for the Lending Stream/Gain Credit please?
Credit Resource Solutions (CRS): info@creditresourcesolutions.co.uk
Try debtrecovery@o2.com – I have had responses from this
Couple more collections:
Lucas Credit Services: help@lucascreditservices.com
BPO collections: contact@bpomail.co.uk
Zinc: dmc@thezincgroup.com
Thanks Tina!
Vanquis Bank: specialistsupport@email.vanquisbank.co.uk
Debt Managers Ltd: client.services@debt-managers.co.uk
Thank you John and Tina
Does anyone have an email address for Bank of Scotland regarding credit cards ?
Co-op Bank
Reply to comment won’t work? I had an email reply from O2 saying:
Next time, when considering posting info to us regarding a client,
please email it over to DebtRecovery@o2.com. Help us save time, money
and the environment for all concerned.
I have used the following email for Capital One and had replies from them dmpreports@capitalone.com
Couple of other to add to the list
Restons Solicitors mail@restons.co.uk
Bristow & Sutor mail@bristowsutor.co.uk
Lending Stream info@lendingstream.co.uk
Does anyone have an email address for Northampton county courts regarding CCJs?
Can anyone help with a Barclays contact email? Have been trying for months by phone and then get passed through to different departments, some of which are still closed.
Does anyone have an email address for British Gas?
ccbc@justice.gov.uk
Santander have just told me via webchat that they won’t accept documents by email but are looking into it. Meanwhile postal address or call them.
Does anyone have Home Retail Group/Argos? Thanks.
Tried to get on Webchat and phone Santander without success today, that,s after sending them a letter. #frustrating
Address for Provident – customer.care@provident.co.uk
Address for Lending Works – cs@lendingworks.co.uk
Swift Sterling – I believe provide loans, they can be contacted payments@swiftsterling.co.uk
Address for Asset Collections & Investigations Ltd – info@assetcollections.co.uk
Address for SLL Capital Ltd – info@sllcapital.co.uk
Thank you, these have all been added to the list
The fashion world email address no longer works.
Thanks for letting us know, we will remove it for now until we can find an updated one.
Can we please find an email for Lloyds?
Also, I have been given this address for them today by their Collections team:-
PO Box 5429, Brighton, BN52 9BR
I’ve never seen this address before.
Can anyone confirm?
Anyone got an email for Barclaycard complaints
Thanks for this; have been trying to find a new address for some time.
We’d been using Lloyds Collections, PO Box 487, Brighton BN1 4GY but we’ve just had some letters returned to us as “gone away”. Will try the new PO box address posted by Diane Jones – thank you
Email for GCC Servicing – cs@gccservicing.co.uk
Email address for AIC (Allied International Credit) barclaycard@aiccorp.com
Thanks for these new addresses, they have been added to the list!
Lending Stream are not responding to info@lendingstream.co.uk as listed.
I was redirected to the website and had to call . No alternative email was provided for future use although the person who answered agreed to email me to ‘create a ticket’
Thanks for the info, we’ve removed the Lending Stream address for now while we find an alternative.
Email address for Barclaycard – ODRSupport@barclaycard.co.uk
Thank you, added to the list
Hi,
Does anyone have a contact at Aviva? Thank you
Email address for Callserve (Credit Security) collections@credsec.com
Thank you!
for Southern Water I have found it is usually better emailing payless@southernwater.co.uk when wanting to correspond regarding water debts as it is the payless dept that specifically deal with customers in arrears.
Thank you, we’ve changed the address for Southern Water
Hello. I have used the email address for Bristow & Sutor (mail@bristowsutor.co.uk) today. However, I have received an auto-reply that states that the address does not accept incoming emails and therefore it will not be looked at. It instead advises me to look on their website and to use a more secure method of contact by completing an Advisor Only pro-forma for contact.
Thanks for letting us know, we’ll look for an alternative
Has anyone found an email address for successfully contacting Orbit Services? They are a collection agency for Anglian Water.
I am using the following for Northampton county court CCBC@Justice.gov.uk
Argos Card / Home Retail Group – customercare@argos.co.uk
Thank you, these have been added
This might help for British Gas:
Thirdpartysupport@britishgas.co.uk
Thank you – added
the email address listed for E-on energy doesn’t work
Thanks, we have removed the Eon address and will ask around to see if there any alternative ones.
I have found one that seems to work – fdrenquiries@eonenergy.com – it hasn’t bounced back anyway!
Thank you, we’ve added it!
I have found two email addresses for Studio, which hopefully stops people having to fill in the online contact form:
DMC.unit@studio.co.uk – They recommended using this one.
customerservices@studio.co.uk
Thanks, we’ve added the Studio ones
Re Utilita
I attempted to use customerrelations@utilita.co.uk but no reply and no auto response. I have now used customerservices@utilita.co.uk and received a auto response so a potential alternative
A very helpful man at Creation Finance has just told me the best email address for money advisers to use is customersupportenquiries@creation.co.uk – the one currently listed here is the general customer services one
Thanks both – updated!
Sainsbury’s email addresses that have responded to me and actioned account information requests:
David Paris
Privacy Bank
Email for Three Mobile if anyone needs it is proofs@3mail.com
Thanks, it’s been added!
Does anybody have an email for Vodafone please? Many thanks
Does anyone have an email for a collector named Face2Face?, they are collecting for Scottish Power.
customercontact@southwestwater.co.uk – South West Water
Thanks, South West Water added, nothing on Vodafone or Face2Face as yet but we’ll ask around some more.
Does anyone have anything for Lloyds Bank or credit cards? I am even getting my post returned from them so would be grateful for email details
Hello, I’ve tried the ThirdPartySupport address at British Gas and get this response “This email address only deals with Power of Attorney and Deputy requests where the customer is sending in legal documentation.” – Does anybody have an alternative email address for them?
Thanks, we’ve removed the British Gas third party address and will ask around for alternatives.
Have received an email from Vanquis advising no reply will be given using the email address we have above: specialistsupport@email.vanquisbank.co.uk. Was instructed to use this one: dma.team@vanquisbank.co.uk
Hi, does anyone have an email for a RBS? Having problems with Personal Loan dept. Thanks
Thanks, Vanquis has been updated. We haven’t received anything from RBS yet but will chase up
Does anyone have an email address for Barclays Bank plc please. I have been told by Barclay Call Centre staff that there is an email address for Debt Advice Agencies but the call handler was not able to supply this to me
I am looking for any details for PayPal if anyone has communicated with them before. Many thanks
Just had confirmation from Natwest that emails can be sent to FHCorrespondence@rbs.co.uk.
Thanks – added!
Just been given this email address from Very
debtmanagement@theverygroup.com
Recieved an email from Royal Bank of Scotland Credit Cards Specialised Support Team (SST) Jan 2021
SSTCardsSouthend@natwest.com
Thank you – added!
Anybody have an email address for Virgin Media ?
Just spoken to British Gas who are “streamlining” their services… they have given me an e-mail address of:
externalcomplaints@britishgas.co.uk
Thank you – British Gas added!
Opos limited (worked 1 July 2021)
general@oposlimited.com
Thanks very much – added!
Anyone have an email address for Credit Spring?
Hi
I’m looking for an email address for both Halifax and Lloyds
Thanks
I have received zero replies from Eon using fdrenquiries@eonenergy.com
Eon Live chat recommended using thirdpartycollections@eonenergy.com
Thank you – Eon updated!
Argos email is an old one – please change to Customer.Enquiries@sainsburys.co.uk as advised by Live chat today
Thanks for sharing, we’ve updated it!